 NightfallMy Goal Is To Deny YoursPremium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·Comcast
 ·Callcentric
| Premium support for $? Hrm. I used to supervise a help desk and I know how difficult tech support can be. Especially in this day and age with all the different computer manufacturers, software, and so on. It isn't easier for tech support these days.
Hiring experienced support people is expensive. Most of these broadband providers hire inexperienced people to run the help desk because it is cheaper to do so. That isn't the right thing to do mind you, but it is an area they can skimp in. Everyone seems to want better tech support, but they want it tied into their service. Oh, and the service price can't go up. It seems to be a no win situation for either side.
The service provider should provide knowledgable tech support. If it costs a little more, then they should raise the price to coincide with the extra funding. Either that or they keep prices the same and the network decays because the cuts have to come from somewhere.
Yesterday I read about how an outside accountant was reading over the books of the Los Angeles Kings organization. I wish I could do that to see what cuts I could make in the broadband arena. I don't know the first thing to running one, but I am sure I could do my best "Dave" impersonation. 
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 ShamayimI already have a Messiah.Premium
join:2002-09-23 | said by Nightfall:
If it costs a little more, then they should raise the price to coincide with the extra funding.
Please, we're talking about Verizon here. With their $billions of profit they don't need to raise the price on anything.
Just provide the service people are already paying you for, Vz!
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| reply to Nightfall
A lot of people complain about how bad tech support is. The trus fact of the matter is those people have the acess to the servers and the customers don't.
Weather or not the customer is capable of setting up a Giga-E wan is irrelivent.. they dont have acess and the companies have entrusted the job to these 'lesser' capable people.
In a LOT of situations, these people are not 'lesser' but very talented. What they are telling people on the phone and what they are really doing at their keyboards could be 2 totally different entities unto themselves.
I know of one Tier3 department where a minimum of pre-hiring requirements include a background in Unix ( Strict Solaris ) and CCNA cert ( with proof of testing ). Doesn't make them any more capable of carrying on a conversation tho
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